earticle

영어

Quality function deployment(QFD) is becoming a widely used customer oriented approach. The aim of this paper is to present an analytic method of quality function deployment that is to maximize customer satisfaction, using a customer satisfaction survey conducted in the college in Korea. Combining weights and satisfaction indices, "performance/important" diagrams are to develop and this grid can be used in order to identify priorities for decision making. Also, this paper shows a 0-1 integer programming model for maximizing customer satisfaction subject to a budget constraint in QFD planning process with case study.